Job Description

Acerca de este puesto The Customer Service Excellence (CSX) Specialist is responsible for ensuring the effective execution and monitoring of service delivery activities, partnering closely with Supply Chain and cross-functional teams to fulfill customer and intercompany orders efficiently. This role drives operational excellence through proactive order management, data accuracy, continuous improvement initiatives, and collaboration across the organization, contributing to a seamless customer experience and supporting business growth and customer retention.

Lo que hará

• Manage and execute complex service delivery activities with a customer-centric mindset, ensuring seamless order fulfillment without direct customer interaction.
• Create, modify, and monitor deliveries through automated and manual processes, including delivery block reviews, incomplete delivery management, and error log resolution.
• Prioritize and balance customer requirements with Supply Chain capabilities to ensure timely fulfillment of customer and intercompany orders while optimizing costs.
• Support the understanding of customer needs, market trends, and service challenges by providing accurate and relevant service delivery insights.
• Maintain high-quality data within CRM systems, supporting call planning, follow-up activities, and business development initiatives.
• Contribute to customer retention and business growth by delivering high-quality service and identifying opportunities to enhance the customer experience.
• Collaborate closely with CSX, CoE, GBS+, and Supply Chain teams to align priorities and effectively meet customer requirements.
• Support the implementation of organizational changes, projects, process improvements, pilots, and regional best practices.
• Identify and promote continuous improvement opportunities to increase operational efficiency, simplify workflows, and enhance service performance.
• Prioritize workload effectively and ensure activities are completed with a high level of productivity, quality, and timeliness, leveraging KPIs and performance reports to monitor results.
• Utilize SAP, Service Cloud, and other customer service tools to drive operational excellence, improve efficiency, and support ongoing system enhancements.

Lo que le convierte en un buen candidato

• Bachelor's degree in Business Administration, Supply Chain, Logistics, International Business, Engineering, or a related field.
• 2+ years of experience in Customer Service, Order Management, Supply Chain, Logistics, or a similar operational environment.
• Experience working with ERP and CRM systems, preferably SAP and Service Cloud.
• Strong understanding of order-to-cash (O2C) processes, order fulfillment, and customer service operations.
• Ability to manage multiple priorities and make sound decisions in a fast-paced environment.
• Strong analytical and problem-solving skills with attention to detail.
• Experience collaborating with cross-functional teams in a matrix organization.
• Proficiency in Microsoft Office applications, particularly Excel.
• Advanced English communication skills, both written and verbal.
• Customer-focused mindset with a continuous improvement approach.
• Ability to work independently while maintaining strong collaboration across teams.

Algunas ventajas de unirse a Henkel

• Modelo de trabajo híbrido con horario flexible y una política que permite trabajar desde cualquier lugar hasta 30 días al año
• Diversas oportunidades de crecimiento a nivel nacional e internacional
• Normas de bienestar global con programas de atención sanitaria y preventiva
• Permiso parental sin distinción de sexo durante un mínimo de 8 semanas
• Plan de Acciones para Empleados con inversión voluntaria y acciones de contrapartida de Henkel
• Beneficios Flexibles
• Vales de Restaurante
• Fondo de Ahorro
• Salir temprano los viernes

En Henkel venimos de una gran diversidad de trasfondos, perspectivas y experiencias vitales. Creemos que lo que hace únicos a todos nuestros empleados es el poder que llevamos dentro. ¡Pasa a formar parte del equipo y comparte tu singularidad con nosotros! Todas las solicitudes son bienvenidas, independientemente de los distintos géneros, orígenes, culturas, religiones, orientaciones sexuales, discapacidades y generaciones.